Designated Support Engineer III

Overview

Serve as the highest-level technical support resource within the TAC, resolving complex and critical security and networking issues escalated from Level I and Level II support.

What you'll do

• Debug complex security and networking problems through phone and email consultation.
• Interface with Engineering on customer testing and troubleshooting.
• Reproduce customer issues to verify problems.
• Provide issue feedback to Engineering and Operations teams.
• Document incident resolutions in the technical support database.
• Provide input on product and code changes throughout the product cycle.

What you'll need

• 5+ years of support and networking experience.
• Experience troubleshooting general firewalls and packet filtering.
• Proficiency with Wireshark, Fiddler, MTR, and traceroute.
• Hands-on experience configuring and troubleshooting GRE and IPSec VPN tunnels.
• Experience using PAC files for network pathing and traffic flow.
• Expertise in SAML, Kerberos, HTTP methods, IPv4/IPv6 routing, and DNS administration.
• Curiosity about AI tools and experience integrating new technologies into workflows.

Nice to have

• Experience using AI technologies to improve operational efficiency.
• Knowledge of Forward Proxy and AWS or Azure environments.
• Experience in Firewall and VPN/Zero Trust environments.

Details

• Location: Bangalore, India.
• Work mode: Hybrid.